IT Service Desk Analyst

• Minimum 3 years of Service Desk experience
• Minimum Bachelor’s degree in a technology-related field
• CompTIA A+ certification - Required
• HDI and/or ITIL Foundation certification - Preferred, * Knowledge of Windows 10 operating system troubleshooting
• Understanding of Mac operating systems
• Knowledge of Office 2019 and Microsoft 365
• Excellent customer service skills
• Experience with remote desktop tools
• Experience with ITSM tools, such as CA Service Desk Manager
• Knowledge of VPN troubleshooting
• Familiarity with cloud-based applications
• Ability to perform basic diagnosis and troubleshooting of internet applications
• Knowledge of working with ACD phones
• Excellent verbal and written communication skills
• Experience providing phone, chat, and email support is a plus, * Bachelor’s (Required)

Experience:

• Service Desk: 3 years (Required)

License/Certification:

• CompTIA A+ (Required)

Ability to Commute:

• Rockville, MD 20850 (Required)

• Monday-Thursday: 7:30 AM-8:00 PM
• Friday: 7:30 AM-5:00 PM
• Saturday: 8:00 AM-4:30 PM

Schedule Requirements:

• Technicians will be scheduled based on call volume, vacation plans, and business requirements.
• Must be flexible to work any shift or schedule, including weekends.

22nd Century Technologies, Inc., is one of the fastest growing IT Service Integrator and Workforce Solution companies in the United States. Founded in 1997, 22nd Century Technologies is a Certified National Minority Business Enterprise with 6,000+ people including 600+ Cyber SMEs nationwide supporting our customers in all 50 states, Canada, and Mexico. With HQs in Somerset, NJ and Mclean, VA, 22nd Century has 14 offices throughout the United States. As part of our unrelenting focus on quality and compliance, 22nd Century Technologies’ delivery is based on Certified Matured Processes including CMMI L3 Dev & SVC, ISO 20000, ISO 27001, and ISO 9001 quality processes. With a strong focus on the public sector, 22nd Century currently holds government contracts with 14 out of 15 Federal Executive agencies including DoD, 37 other Federal agencies, 50 States, 115+ Local agencies, and 37 School Districts. In the last three years, we have expanded our services to Fortune 500 and other commercial clients and currently support 80+ commercial clients.

Recognized among “Best Company to Work For” by Forbes, 22nd Century Technologies, Inc., consistently exceeds our clients’ expectations by focusing on their absolute satisfaction with jobs while keeping our employees motivated.